IT Support Technician

Location: 100% onsite in Norwalk, Connecticut with travel as needed to Stamford, Danbury, and Trumbull, Connecticut, and Harrison, New York.

Contract Length: 1 year, with potential for extension.

Contract Rate: $40 per hour in USD. Final rate will be determined based on relevant experience and overall fit for the position.

NTT DATA is seeking a customer-focused Onsite IT Support Technician to provide first-line technical support for end users, workplace technology, infrastructure, and endpoint devices at client locations. This role will handle incident resolution, service request fulfilment, workstation deployment, hardware and software troubleshooting, and onsite support while maintaining a high level of customer satisfaction. The successful candidate will serve as the primary onsite technical resource and collaborate closely with Level 2 and Level 3 support teams on complex issues. 

Responsibilities:

• Provide onsite deskside support for desktops, laptops, mobile devices, printers, peripherals, and standard business applications. 
• Diagnose and resolve hardware, software, operating system, and network connectivity issues in Microsoft Windows environments. 
• Assist users with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and PowerPoint. 
• Configure and support conferencing technologies and meeting-room equipment. 
• Manage incidents and service requests through the IT service management platform, prioritising tickets according to SLA requirements. 
• Document troubleshooting steps, resolutions, and technical findings, and escalate unresolved issues to Level 2 or specialised support teams. 
• Provision, image, configure, deploy, replace, and support end-user devices, including workstation setups, moves, adds, and changes. 
• Maintain hardware inventory and asset records, and coordinate warranty repairs and vendor support activities. 
• Perform basic troubleshooting of wired and wireless connectivity, VPN access, printers, AV equipment, and server-room equipment as required. 
• Support local site infrastructure under the direction of engineering teams. 
• Follow established ITIL and service-management processes, participate in root-cause analysis, and support technology refresh and site initiatives. 
• Provide clear, timely communication and a positive support experience for technical and non-technical users

Required Experience:

• Valid driver’s licence and access to a car to travel between the locations within the scope of the role.